We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4777 results
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Decision Reference DRN-5962209
23 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5962209 The complaint Mrs S complains that Wise Payments Limited (Wise) won’t refund money she lost when she was a victim of a job scam. Mrs S is represented in this matter, but for ease of reading I have referred to Mrs S throughout this decision. What happened The background to th... (6 pages)View decision -
Decision Reference DRN-4949935
6 Aug 2024 Black Horse Limited UpheldConsumer CreditDRN-4949935 The complaint Mr L is unhappy with a car supplied under a hire purchase agreement taken with Black Horse Limited. What happened Around May 2023 Mr L entered into a hire purchase agreement with Black Horse to acquire a used car. The mileage was recorded on the agreement as 99... (5 pages)View decision -
Decision Reference DRN-3012203
26 Aug 2021 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3012203 The complaint Miss C complains about Clydesdale Financial Services Limited trading as Barclays Partner Finance’s (“BPF”) refusal to give her the refund she has requested. Miss C also complains about a default she says BPF has put on her credit file. In addition, Miss C is unhap... (9 pages)View decision -
Decision Reference DRN-3564281
19 Oct 2022 ITI Capital Limited UpheldInvestmentsDRN-3564281 The complaint Mrs A complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly and delayed its transfer, causing her stress and financial loss. What happened Mrs A says she started the transfer process in August 2020 and it completed in April 2021. She... (5 pages)View decision -
Decision Reference DRN9895327
30 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMr L’s current account was upgraded a number of times over the years. He complains that Lloyds Bank PLC (“Lloyds”) mis-sold the packaged bank accounts. In particular he says that the benefits the accounts offered were not fit for purpose as they didn’t offer him a high... (5 pages)View decision -
Decision Reference DRN-5088844
17 Oct 2024 BISL Limited UpheldInsuranceDRN-5088844 The complaint Mr T has complained that BISL Limited (‘BISL’), an insurance intermediary, unfairly cancelled his motor insurance policy . What happened I issued a provisional decision on this complaint earlier this month and said that I was considering upholding it. An extra... (5 pages)View decision -
Decision Reference DRN-3837430
16 Dec 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3837430 The complaint Mr D complains about charges applied at the end of his hire agreement with Mercedes-Benz Financial Services UK Limited, trading as Mercedes Benz Finance (“Mercedes”). What happened In June 2019 Mr D took out a hire agreement for a new van. The agreement was to las... (7 pages)View decision -
Decision Reference DRN0091579
31 Jul 2013 UK Car Group Limited Not upheldBanking and creditMr T complains that UK Car Group Limited (“Carcraft”) misled him about a fixed-sum loan agreement. Mr T says he was persuaded to take out a loan to buy a car for Mr P and says they were both misled about the price of the car. Mr T also says he was led to believe Mr P had agreed to tak... (5 pages)View decision -
Decision Reference DRN-3017312
2 Sep 2021 esure Insurance Limited UpheldInsuranceDRN-3017312 The complaint Miss M has complained about her motor insurer esure Insurance Limited (Esure) because when her car was returned to her after it had completed some accident repairs, there was a fault on its adaptive cruise control (ACC) system. What happened Miss M had an accident... (5 pages)View decision -
Decision Reference DRN-2889524
27 May 2022 Bank of Scotland Plc UpheldMortgagesDRN-2889524 The complaint Mr B has complained about how Bank of Scotland plc handled his mortgage accounts following his bankruptcy in March 2011. The mortgages were held with Birmingham Midshires (“BM”) and The Mortgage Business (“TMB”), both of which are trading names of Bank of Scotland... (5 pages)View decision